We've realigned a bunch of our processes following ITIL v3 guidelines. This is new to the US side but our EMEA ops have been using it for some time now and its done good things for them. There is training coming up 10/11 through the 13 here in Honolulu at HawaiiCTS that I'm going to be attending. It should help to solidify my understanding of the framework and our implementation of it.